Job Description

CRM Specialist

About the role

The CRM Specialist oversees UNTUCKit's email and SMS programs, approving the work executed by the CRM Coordinator, and turns customer data into segments, campaigns and reporting. You will join the Performance Marketing team and work cross-functionally with Merchandising, Creative Marketing and Finance to keep customers engaged, win back lapsing buyers and show how CRM is performing against its goals.

What you'll do

• Oversee email and SMS execution. Review and approve the email and SMS campaigns and automated journeys built and sent by the CRM Coordinator, making sure they are accurate, on brief and in line with the promotional calendar.
• Lead cross-functional segmentation. Design and create audience segments with partner teams for lifecycle, product, promotional and retention needs, and keep segment logic and naming clean and documented.
• Report on all CRM objectives. Track and report on campaign and journey performance, list growth, engagement and attributed revenue, and turn the results into clear insights and next-step recommendations.
• Execute cross-functional CRM initiatives. Run programs such as reactivation campaigns and lapsing buyer activations, coordinating with Merchandising, Creative Marketing, Finance and Retail.
• Support customer service and voice of the customer reporting. Help build and maintain reporting that brings customer service and customer feedback trends into CRM and broader business decisions.

Requirements

What you'll bring

• 3 to 5 years of hands-on experience in lifecycle, email and SMS marketing, ideally in retail or ecommerce.
• Experience running campaigns and automated journeys in an ESP from build through send.
• Strong segmentation skills, including building audiences from purchase, engagement and product data.
• Comfort with performance reporting: you can pull results, spot trends and explain what they mean to non-analysts.
• A detail-oriented approach to QA, deadlines and a busy promotional calendar, including peak Holiday periods.
• Clear communication and the ability to work with teams across Merchandising, Creative Marketing, Finance and Customer Service.
• You are a self-starter who is curious, digs into the deeper meaning behind trends and brings creative ideas for solutions to test.
• You are highly collaborative, get along well with others, step up to lead when needed and pitch in as part of the village when the team needs it.

Nice to have

• Experience with Attentive is preferred, but not required. If you have used another ESP, we will teach you the rest.
• Experience with reactivation, win-back or lapsing customer programs.
• Familiarity with customer service or voice of the customer data, such as ticket themes, reviews and survey feedback.
• Working knowledge of Excel or Google Sheets, a BI tool or SQL for reporting.

Salary range: $90,000-100,000

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Free Food & Snacks
• Wellness Resources
• Employee Discount